Community and Supporthttp://resources.manageengine.com
Tue, 21 Nov 2017 21:10:09 -0800Re : sysloghttp://resources.manageengine.com/topic/syslog-21-11-2017#49000008783379
Madhi As per the currently application design, the above requirement cannot be achieve. However, we would like to know the use case or scenario behind your requirement. Please drop an email at Sdpmsp@manageengine.com .

Thanks and Regards,MadhiVanan SDirect Support Number :+1-408-352-9131ManageEngine ServiceDesk Plus MSP TeamRefer here for : Issues Fixed | Road Map Features | Useful Documents]]>Tips and Trickshttp://resources.manageengine.com/topic/syslog-21-11-2017#49000008783379Tue, 21 Nov 2017 13:10:08 -0800sysloghttp://resources.manageengine.com/topic/syslog-21-11-2017#49000008789404
oggy1I have a request to connect SDP MSP to syslog server. Idea is to send system logs to SIEM solution. Is it possible to do this and if it is how?Regards]]>Tips and Trickshttp://resources.manageengine.com/topic/syslog-21-11-2017#49000008789404Tue, 21 Nov 2017 05:48:27 -0800Re : CC Users when requests are openedhttp://resources.manageengine.com/topic/cc-users-when-requests-are-opened#49000008783070
Madhi You can achieve your requirement using custom trigger option. Please update the criteria based on your requirement, when it is met the script will be executed and notification email will be sent. Please find the sample script from the below link.

SanthoshManageEngine ServiceDesk Plus MSP]]>Tips and Trickshttp://resources.manageengine.com/topic/connect-sdp-msp-to-multiple-opm-servers#49000008686294Sun, 10 Sep 2017 20:48:59 -0700Re : Connect SDP MSP to multiple OPM servershttp://resources.manageengine.com/topic/connect-sdp-msp-to-multiple-opm-servers#49000008683029
omadrid1You will find more infohttp://kbase.servicedeskplusmsp.com/faq/integration/integrate-sdpmsp-with-opmanager.html]]>Tips and Trickshttp://resources.manageengine.com/topic/connect-sdp-msp-to-multiple-opm-servers#49000008683029Tue, 5 Sep 2017 16:04:49 -0700Adding an approval with a custom trigger on a request in ServiceDeskPlus MSPhttp://resources.manageengine.com/topic/adding-an-approval-with-a-custom-trigger-on-a-request-in-servicedeskplus-msp#49000008516616
Loizos Mikallos1Since i see a lot of admins having trouble making this work, i am posting a walkthrough i made with a working python script.

How to add approval workflow on a request in SDP & SDP MSP

with automatic approval send, using python

Warning :This procedure works only for requests created through ServiceDesk portal. This will not work with email fetching.

Step 1:

Install python on the server that SDP or SDP MSP is running. On installation procedure select to add the PATH as well.

Python version that was used for testing purposes was 3.5.1 (32bit).

Step 2:

Download approval.py provided in the zip attached on this post and save it in

C:\ManageEngine\ServiceDeskPlus-MSP\integration\custom_scripts

Or

C:\ManageEngine\ServiceDeskPlus\integration\custom_scripts

Depending on your product.

Step 3: (Optional)

If you want to use the $reporting_to version of the script then you have to fill in the field “Reporting to” on the requesters details. Otherwise edit the script and provide a fixed email address in the field on line 31.

Step 4:

Time to create the trigger.

This can be done in admin/custom triggers tab.

Add new action.

Give it a name and description, choose for which accounts it will be applied (MSP) and when it will be executed.

Match whatever criteria you want for it to be triggered.

Finally add the action to be taken.

In this case the action is “Execute script” and in the field to be run enter (in a continues line):

Attention - Depending on how you have installed Python on your server and if you added the paths or not during installation you may find that using the absolute paths above that i have used (installed as a user) may not work for you. In that case try this in the execute script path field (don't use the quotes) "py approval.py $COMPLETE_JSON_FILE"

After a successful test, you should see the result given back by json in the history tab of a request using the trigger.

After a refresh you should see the approval tab in the request as well.

The enhancement that you have requested has been added to our road map and the same will be pushed in one of our future release. Here is the ID for the feature request you have suggested us MSP SDF-6081 (Ability to have attachment in notifications)

Currently, we cannot promise any time frame for the feature's availability. However, the same will be added in our product in future depending upon the demand & priority from other customer as well as considering our internal priorities. In the meanwhile, you can know the status of this feature from this page.

Regards to sharing the reports with customer's, you can check the below 2 options to meet your requirement :

1. After generating the report, please make use of the option "Mail this Report".

2. Please go to Reports > New Schedule reports and you can share the reports from here as per your convenience from the available options.

- monthly generate reports about service usage for one of our customer

- need to send report to customer

When I create request in name of customer and attach document, notification recieved but there is no attachement in notification mail. Is it possible to send attachement with notification? I found $Description which send problem description within notification but can not find attachement variable.

Service request cannot be created via email. If an email is received, it will create incident request as default. However, depending upon the requirement you can convert or create a new service request from existing incident. This can be performed from "action tab" from incident. Hence priority is given to incident business rule when a email is received.

Business rule will be applied to service request which is converted from incident, if you select "Overwrite the incident field values with the template values" while selecting the service template.

While defining a service catalog rule "TO" field is not present, Since Service requests are not created via emails.

I believe you are looking for a feature to configure business rules for Service Requests. If that is the case then it is already available from 9000 release. Please upgrade to the latest version to make sure of it.